A summary of our approach describing how we collect tenant satisfaction information.
This relates to the tenant satisfaction measures survey 2023 to 2024.
You can also view a full copy of the complete tenant satisfaction measures questionnaire. This includes how we introduce the survey if you receive a phone call or email asking you to take part.
2,759
Quarterly – 1 June 2023 to 16 February 2024
Telephone (80%) and online via email (20%) with email/SMS reminders.
The learning about the survey collection methods tested in our pilot TSM survey 2022/23 was considered, to assess each for suitability. Responses from phone and online methods were found to compare well with the tenant profile, whilst for postal surveys engagement was low for younger and high for older tenants, and Retirement Life tenants were greatly overrepresented.
Combining phone and online methods enables a broader range of tenants to take part and both methods provide quick feedback and enable quotas to be set to get a representative response. Including online surveys alongside phone reduces the cost and enables further questions to be asked to provide additional insight, whilst offering a method that many tenants find quick and convenient. The proportion of online surveys was limited to 20% of the overall response, to minimise any detrimental effect on overall satisfaction seen through this method.
Random stratified by Area, Age and Tenure, with quotas.
To understand which groups of tenants are most likely to affect satisfaction, the results from our 2022/23 pilot TSM survey were considered. The characteristics that were found to most affect satisfaction scores, with the greatest differences between groups, were: Housing Area, Tenure (General Needs or Retirement Life) and Age. Other groups showing differences in satisfaction were found to be either too small to be statistically significant (for example with mixed/multiple ethnicities) or linked to one of the above characteristics (in the case of Religion-None, which links strongly with younger tenants).
Our sampling approach that targets quotas of each of these key characteristics (Area, Tenure and Age) based on their proportions within the tenant profile, to ensure that the opinions of different groups are accurately represented in the results. Further to this, surveys for the Housing Area covered by Belle Isle TMO (BITMO) have been oversampled out to provide useful information at this subgroup level. It is necessary to apply a statistical weighting to take account of this.
Including reference to the characteristics against which representativeness has been assessed.
Pop (N) = population in numbers
Pop (%) = population as a percentage
Sample (N) = sample in numbers
Sample (%) = sample as a percentage
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Female | 31,664 | 61% | 1,675 | 62% |
| Male | 19,890 | 38% | 1,035 | 38% |
| No data | 418 | 1% | 49 | 2% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Disabled | 9,200 | 18% | 476 | 17% |
| Not disabled | 27,946 | 54% | 1,546 | 56% |
| No data | 14,826 | 29% | 737 | 26% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| White British | 32,555 | 63% | 1,679 | 61% |
| Ethnic Minority | 9,660 | 19% | 486 | 18% |
| No data | 9,757 | 19% | 594 | 21% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Bedsit | 242 | 0% | 11 | 0% |
| Bungalow | 2,919 | 6% | 170 | 6% |
| Flat | 13,712 | 26% | 766 | 28% |
| High Rise | 6,908 | 13% | 356 | 13% |
| House | 27,316 | 53% | 1,408 | 51% |
| Maisonette | 875 | 2% | 48 | 2% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Armley | 2,541 | 5% | 115 | 4% |
| Beeston and Holbeck | 2,078 | 4% | 109 | 4% |
| BelleIsle | 1,809 | 3% | 333 | 12% |
| Bramley | 2,850 | 5% | 137 | 5% |
| Burmantofts | 1860 | 4% | 93 | 3% |
| Gipton | 2,622 | 5% | 117 | 4% |
| Halton Moor and Osmondthorpe | 1,359 | 3% | 72 | 3% |
| Horsforth | 3,421 | 7% | 162 | 6% |
| Hunslet and Riverside | 1,916 | 4% | 95 | 3% |
| Kippax and Garforth | 1,901 | 4% | 97 | 4% |
| Kirkstall | 2,486 | 5% | 113 | 4% |
| Little London | 2,244 | 4% | 102 | 4% |
| Meanwood | 2,797 | 5% | 117 | 4% |
| Middleton | 2,021 | 4% | 96 | 3% |
| Morley | 1,932 | 4% | 101 | 4% |
| Pudsey | 2,334 | 4% | 126 | 5% |
| Richmond Hill | 2,089 | 4% | 95 | 3% |
| Rothwell | 2,050 | 4% | 104 | 4% |
| Seacroft North | 2,405 | 5% | 105 | 4% |
| Seacroft South | 1,746 | 3% | 90 | 3% |
| Swarcliffe | 1,890 | 4% | 103 | 4% |
| Weetwood | 1,068 | 2% | 53 | 2% |
| Wetherby | 2172 | 4% | 116 | 4% |
| Wortley | 2,381 | 5% | 108 | 4% |
| Grand total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Extra Care | 53 | 0% | 4 |
0% |
| General Needs | 47,798 | 92% | 2,528 | 92% |
| Sheltered - CAT 1 | 218 | 0% | 12 | 0% |
| Sheltered - CAT 2 | 3,903 | 8% | 215 | 8% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| Less than 1 year | 1,365 | 3% | 133 | 5% |
| 1 to 3 years | 8,057 | 16% | 528 | 19% |
| 4 to 5 years | 5,780 | 11% | 301 | 11% |
| 6 to 10 years | 12,786 | 25% | 633 | 23% |
| 11 to 20 years | 12,352 | 24% | 576 | 21% |
| Over 20 years | 11,548 | 22% | 588 | 21% |
| No data | 84 | 0% | 0 | 0% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
| 0 to 24 | 1,211 | 2% | 91 | 3% |
| 25 to 34 | 6,646 | 13% | 348 | 13% |
| 35 to 44 | 10,362 | 20% | 525 | 19% |
| 45 to 54 | 10,281 | 20% | 496 | 18% |
| 55 to 59 | 5,211 | 10% | 273 | 10% |
| 60 to 64 | 4,652 | 9% | 272 | 10% |
| 65 to 75 | 7,065 | 14% | 400 | 14% |
| 75 to 84 | 4,581 | 9% | 277 | 10% |
| 85 and over |
1,901 | 4% | 77 | 3% |
| No data | 62 | 0% | 0 | 0% |
| Grand Total | 51,972 | 2,759 |
| Pop (N) | Pop (%) | Sample (N) | Sample (%) | |
|---|---|---|---|---|
| 1 | 14,671 | 28% | 412 | 31% |
| 2 | 21,154 | 41% | 573 | 42% |
| 3 and over |
16,146 | 31% | 365 | 27% |
| No data | 1,409 |
|||
| Grand Total | 51,971 | 2,759 |
Including a reference to all characteristics used to weight results.
Approximately 1,800 of the of the 52,925 properties are managed by a Tenant Management Organisation (BITMO). BITMO requested we oversample this area to provide useful information at a subgroup level. Statistical weighting was applied to take account of this in the overall results.
Acuity Research and Practice Ltd.
Collecting, generating, validating reported perception measures.
N/A
N/A
N/A
N/A
Give feedback and let us know if this page was helpful
